Servitization effects on customer productivity
Paper i proceeding, 2018

Purpose: To identify the limits of customer oriented performance measures, primarily customer productivity, comparing industrial maintenance with facilities management.

Design/Methodology/Approach: Conceptual, uses recent overview publications on servitization and performance measurement; emphasis on locating also earlier writers on customer productivity in industrial maintenance and facilities management.

Findings: Limits to customer productivity metrics are set by dependence on subjective self-assessments by customer staff, issues related to personal integrity, and the ability to identify under co-production contributions by the service provider and the customer organization.

Originality/Value: This paper provides explanations why an initially attractive concept has failed to be developed in performance measurement practice, at least for industrial maintenance.

productivity

facilities management

industrial maintenance

servitization

performance

Författare

Jan Bröchner

Chalmers, Teknikens ekonomi och organisation, Service Management and Logistics

Proc. Spring Servitization Conference SSC2018: Driving Competitiveness through Servitization

207-213

Spring Servitization Conference SSC2018
Copenhagen, Denmark,

Ämneskategorier

Produktionsteknik, arbetsvetenskap och ergonomi

Arbetslivsstudier

Tillförlitlighets- och kvalitetsteknik

Företagsekonomi

Drivkrafter

Hållbar utveckling

Styrkeområden

Building Futures

Produktion